AccountId: 011433970860
ContactId: 464c3f32-fd9d-40e1-b991-7508172d4106
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282269 ms
Total Talk Time (AGENT): 89110 ms
Total Talk Time (CUSTOMER): 77021 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/464c3f32-fd9d-40e1-b991-7508172d4106_20250102T18:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling AP
[CUSTOMER][NEUTRAL] Hi this is [PII] with the care team. How you doing?
[AGENT][POSITIVE] Hi, this is [PII]. Hey, I'm good. How are you?
[CUSTOMER][POSITIVE] Hey, I'm great. I have somebody on the line and they have, and I hope I'm in the right spot. It looks like they have a term life policy with us and they need to make a payment.
[AGENT][NEUTRAL] It's an individual?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What's your name?
[CUSTOMER][NEUTRAL] Uh, yes, her name is [PII].
[AGENT][NEUTRAL] [PII], [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] 774986
[AGENT][NEUTRAL] 774986.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] All right, here we are.
[AGENT][NEUTRAL] Right, and you just want to make a payment?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][POSITIVE] OK, I'm ready for him whenever you are.
[CUSTOMER][POSITIVE] Alright perfect um I'll introduce you when we join with [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi Mr. [PII], are you still there with us?
[CUSTOMER][POSITIVE] Yes ma'am. Alrighty, I have Miss [PII] on the line. She's with our billing department and she's gonna help you process that payment today.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright thank you so much you take care and have a great day.
[CUSTOMER][NEUTRAL] Alright you as well. Bye bye.
[AGENT][NEUTRAL] Hi, Mr. [PII], this is [PII] in the billing department. I understand you're wanting to make a payment on your policy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, were you wanting to make that quarterly payment or were you wanting to pay more? What would you like to do today?
[CUSTOMER][NEUTRAL] Uh, the quarterly payment was $19 right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][POSITIVE] All right. I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Alright, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] I apologize, it broke up on me. What was the second set of [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so make sure I have that right. All right, the expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] I'm so sorry it keeps breaking up [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. And the last thing I'll need is the zip code for the billing zip code for the card.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So that'll be a charge of $19 and once I have this processed I can give you an authorization number.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, that number is 062.
[AGENT][NEUTRAL] 184.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like me to send you a receipt via email?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, what's a good email address for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. I'll have that sent over your way. You should receive that pretty soon. Was there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] All right. Well, you have a great day. [PII] and thank you for calling APO.
[CUSTOMER][POSITIVE] [PII] to you as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.